Next Reviews

Name: Next
Rating: 3.52

3.5 Rating 1,300 Reviews

64 %

of reviewers recommend Next

Company Reviews

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Metrics

3.5

Based on 1,300 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 32%
Accurate And Undamaged Orders	Greater than 71%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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info@next.co.uk

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bad service, ordered an item which was over 400EUR, they sent an e-mail saying the delivery was going to be 3 weeks after the order date. Two days before the delivery, they asked to schedule it, it was done for another week later and finally, nothing was delivered. Item got lost, I got refunded and I will never again buy anything from this place. Stay away from it.”

Helpful Report

Posted 4 years ago

“Do not go to London Colney St Albans store to collect your items Or returns . They leave you outside waiting ages for someone to serve you during the pandemic. They do NOT allow you to go into the store Appaulling customer services Without your customers you would not have a store Loook after your customers during this pandemic and don’t leave them Outside to collect items in the freezing wet windy weather Today very windy wet freezing cold . No shelter and the manager with dark hair is very rude to customers waiting outside . Dated 20 th January 2021 time 6 pm Next store at water fields in Watford they invite you into the store to collect and return obviously one adult one household wearing a mask”

Helpful Report

Posted 4 years ago

“Next have definitely got internet shopping down to a fine art! These days the virtual with a little bit of actual is the way to go. And in my mind Next will always be ahead of the curve in this respect! The days of the High Street for your regular department shop are sadly dwindling but Next provide everything you need under one giant internet market space for the latest in all designer fashion, clothes, furniture etc. Plus the fact you can click and collect from some of their stores in Covid times or when open have a little browse if you want to try before you click! My local store is Selly Oak, Birmingham! Ok there’s been a few hiccups at times during the pandemic but they go out of their way to put things right. The staff are so polite and helpful and their Customer Service are brilliant. You just can’t fault them! I love Next - they beat all other department or internet stores hands down!”

Helpful Report

Posted 4 years ago

“Next is by far the worst retail store in the UK, I found shopping with them frustrating, consistently POOR customer service and to get your refund back after returning an order was like pulling teeth! I don’t recommend buying from them, it’s simply not worth it. I’ve also reported Next to the retail Ombudsman as they should not be allowed to repeatedly treat customers poorly.”

Helpful Report

Posted 4 years ago

“Customer service are a joke. A Lamp I bought burnt with the wires sticking out which was certain to go on fire. Not interested as I didn't have the bulb???? Lady on phone wanted me to show her my bank statement to prove I bought the bulb there??? £40 for a taxi to get my bank statement. A dimmer bulb for a dimmer light the bin had been emptied result NOT a penny even though pictures were provided!!”

Helpful Report

Posted 4 years ago

“so Disappointed someone else Order came with all there details it. and now my goods are all Out of stock. never going to order again from next.”

Helpful Report

Posted 4 years ago

“In these difficult times I was amazed that next offer a return service for online orders. I visited the Epsom store today and was impressed by the first class service and set up. You do t go I store, there is a bell to ring to alert staff you are there, table with screen for safety, staff take your parcel and bring back the receipt. Absolutely brilliant well done next”

Helpful Report

Posted 4 years ago

“I purchased the star bathmat I used it for the first time. When I went in for a shower my shower is over the bath when I put the bathmat down in the bath I put my leg over the bath to go in for a shower. I slipped hurt my leg on the side of the bath it swelt up like a balloon and all black and blue. I am taking it back to next. I wouldn’t recommend buying it.”

Helpful Report

Posted 4 years ago

“On the 8 December I ordered a pair of size 12 NYD Jeans. They arrived but were a size 8. So I telephoned, explained that they were the wrong size and was sent a second pair which were also size 8. Now I realized what was happening: One of the labels said size 12 but the other two inside and on the trousers said size 8. I rang up again to explain. Was told that a detailed note would go to the warehouse to ask them to check all the sizes - but once again on the 27 December the wrong size arrived. I am now sitting with 2 size 8 Jeans. No courier has arrived, one is over a week late and I am told that I cannot have my money back £140 until the jeans are received back by the warehouse. If Next has been a joined up company they would have resolved my problem and had me as a satisfied customer. It is now 28 days later and the whole experience is a disaster. Of course no other store has size 12 NYD Jeans - all sold out - So Next has left me without the trousers I needed and wanted!”

Helpful Report

Posted 4 years ago

“Sorry to hear that after spending £100+ on clothes that I wasn't entitled to be a VIP customer with savings on extremely inflated priced clothes. During the pandemic, you may want to rethink your strategy, as being told you're not important enough makes me shop elsewhere. Good luck with the import of the majority of your clothes from China, Bangladesh and India...”

Helpful Report

Posted 4 years ago

“Order dining chairs in store 17th August and told 4 weeks for delivery, finally arrived 15th December! After so many calls by me after each failed estimated arrival in warehouse date given to us. One call handler said she would put me through to a supervisor but it was just another call handler who said she couldn't transfer to supervisors and preceded to be very rude. I have wasted so much time chasing my order and been stressed wondering if we would ever be able to sit at our dining table. I even had to argue for a discount due to the long delay! I will never use this company again as this was my 2nd bad experience. The first order I had didn't arrive as planned just an empty lorry and driver telling me someone would phone to sort it out, they didn't I had to do the phoning. This company does not care about its customers so doesn't deserve people's money”

Helpful Report

Posted 4 years ago

“A massive thank you to Mike and Tina at Leeds Birstall store. Due to age and illness, i couldn't get to collect an item ( bed duvet for an elderly person) Tina went above and beyond to arrange,package and postage to me. Very efficient team at this store. Couldn't praise the staff enough. Made a huge difference to a person in need!! Well done team Birstall Leeds”

Helpful Report

Posted 4 years ago

“Always prompt delivery even in these uncertain times.Returns easy as well”

Helpful Report

Posted 4 years ago

“I have been blown away by the service provided, following receipt of 2 sets of faulty curtains, the customer service department couldn’t do more to help, having arranged to send me a third set, they then booked in a convenient time to phone to check if they were ok, arranged for free collection of the faulty goods and discounted the set I kept as a good Will gesture. I work for a company that provides customer service, I will be taking some of your ideas and ways you work on board. Absolutely amazing thank you”

Helpful Report

Posted 4 years ago

“A few months ago I opened a Next account and was given a modest limit. I used the 3Step option to pay, which is a bit like Klarna, where you split something over three payments, without paying interest. I have decided to stop using interest bearing accounts, or just pay off each month, so I don't further line the pockets of usurers. After having settled on time for a number of months, I received a notification that my account is on "Temporary hold" due to something on Experian. I checked Experian and my score has actually gone up, with no major changes on the report (no fraud alerts, account balances gone down, payments on time, registered on electoral roll etc.). I've heard about their reviews, but this just made me think, for those who do want a credit account, why bother with Next? I have seen on money forums, horror stories from people who have had limits of thousands and a large balance within those limits and then suddenly the limit is removed or lowered and these people are now over their limit. I have read "Which" has become involved in investigations into Next and their highly irregular ways of opening and then administering accounts. I would recommend if you want to buy from Next, pay up front (or look on a well know online auction, where you can get loads of Next stuff at a fraction of the price), but don't get into financial bed with this company.”

Helpful Report

Posted 4 years ago

“I bought the Hampton slim dressing table and also the wide bedside cabinets. I love the furniture it was a real treat for me as it was expensive on my terms but was well made so worth it for me. However I accidentally spilt something on the dressing table and to try to get it off I used something that really was unsuitable and it took the finish off a part of my table. Do therefore I would say if you are a bit clumsy like me and let’s face it done of the stuff we use at the dressing table can mark the worktop. I was mortified I emailed next customer service to see if I would be able to get in touch with the manufacturer for help or even the name of the finish on the furniture. They were no help get an expert was the reply and when I messaged to ask if they could give me details of manufacturer no answer. However I have managed to remedy it myself. YouTube is a wonderful thing. Not good customer service from next though and reading some of the reviews it’s a common complaint”

Helpful Report

Posted 4 years ago

“Ordered a candle holder as a Christmas gift, it arrived badly packaged and broken! Not happy.”

Next 1 star review on 17th December 2020

Helpful Report

Posted 4 years ago

“Paige from Home section at the Anniston centre was brilliant every query or question was answered”

Helpful Report

Posted 4 years ago

“overcharged me and wont refund”

Helpful Report

Posted 4 years ago

“Delays in deliveries, Items ordered back in September still not delivered. Refunds not refunded after months and now an additional £140.99 taken from my bank account. Hours on the phone and messaging, I will not be using Next again, it is too stressful and communication from customer service is appalling”

Helpful Report

Posted 4 years ago

Next is rated 3.5 based on 1,300 reviews